Use cases
One decision, many ways: the same map, a different act each time.
Every case is invented for illustration. Each one gives part two its decision, part four its firm, and the explorer its pathway; the sixth is the first outside financial services, and the seventh the first with one agent delegating to two. Choose one here, or at the top of any chapter that takes a case.
Insurance · claimsMotor claimSettle Claim 4471, €3,400A motor insurer, 200,000 claims a year. An agent prepares routine settlements and, within a mandate owned by the Head of Motor Claims, decides them; the payment service pays.Banking · payments and financial crimeHeld paymentClear and send Payment 7730, €18,500A European bank screens 8 million outgoing cross-border payments a year against sanctions lists. About 3% stop on a possible match, and the great majority of those are false positives. An agent reviews the held payments and, within a mandate owned by the Head of Financial Crime Operations, clears the hits that fall in a false-positive category approved in the bank’s screening policy; the payment engine sends them.Banking · lendingSME creditRenew Facility 5208, €180,000A commercial bank reviews 40,000 SME credit facilities a year. An agent gathers the information, spreads the accounts, runs the bank’s approved rating model, analyses the borrower, and drafts the credit memo. Within a mandate owned by the Head of SME Lending it decides renewals of existing facilities; new lending and increases it only recommends, and a credit officer decides.Capital markets · asset servicingCorporate actionElect Event 6604, 60,000 shares · €54,000 dividendA custodian handles 120,000 client positions a year on elective corporate actions. An agent reads the event notices, applies each client’s standing instruction, and sends the election before the deadline. Within a mandate owned by the Head of Asset Servicing it decides where a standing instruction settles the choice; anything else goes to a specialist.Banking · collections and customer conversationsCollections conversationOffer Conversation 2214, €85 a month for 6 monthsA retail bank contacts about 120,000 customers a year who have missed a payment on a personal loan or a credit card. An agent holds the conversation in the bank’s app and by message. Within a mandate owned by the Head of Collections, it offers the standard repayment arrangements of the bank’s forbearance policy; the messaging service sends the offer. Anything else goes to a trained specialist, and every customer flagged for specialist support is handed to the support team before any offer is made.Public sector · benefits decided by a cityHousing allowanceGrant Application 7731, €312 a month for 12 monthsA city of 1.4 million pays a housing allowance to about 38,000 households on low incomes, under national law. An allowance is granted for twelve months at a time, so about 32,000 renewal applications arrive every year, most of them online. An agent takes the renewals where nothing has changed but the figures. Within a mandate owned by the Head of the Housing Allowance Office, it fetches the evidence at its source, has the benefit system compute the allowance by the statutory formula, and drafts the notice; the benefit system issues the decision and pays. The agent may only grant. Every refusal, every reduction, and every household whose circumstances have changed goes to a caseworker.Banking · lendingSME credit · two delegatesRenew Facility 5302, €220,000A commercial bank reviews 36,000 SME credit facilities a year. A credit agent runs the renewal: it calls a spreading agent to turn the borrower’s delivered accounts into the bank’s standard spread, calls a covenant agent to test the facility’s covenants against that spread, runs the approved rating model, and drafts the memo. Within a mandate owned by the Head of SME Lending it decides renewals of existing facilities; the two delegates act under sub-mandates of that mandate and decide nothing. New lending, increases, and waivers it only recommends, and a credit officer decides.